ICT Applications Support Specialist at National Lotteries Commission

MAIN PURPOSE OF THE JOB

• To ensure the availability, stability, and performance of all NLC business applications through proactive monitoring, incident management, and user support. The role maintains application configurations, coordinates updates and enhancements, and ensures adherence to ICT governance, quality, and change management frameworks (COBIT-19, ITIL, ISO/IEC 20000).

SALARY SCALE:

• Commensurate with qualifications and experience.

REQUIRED QUALIFICATIONS

• Bachelor’s degree in Information Technology, Computer Science, or Software Engineering.
• ITIL Foundation (required).
• COBIT-19 or ISO/IEC 20000 certification (advantageous).
• Vendor-specific certifications (Microsoft, Oracle, or relevant ERP platform) preferred.

REQUIRED WORK EXPERIENCE:

• Minimum 3 years of application support or system administration experience in a multi-system environment.
• Proven record in supporting enterprise systems (ERP, CRM, or bespoke business applications).
• Experience in troubleshooting, configuration, and deployment of software applications.
• Exposure to SQL databases, integration middleware, and reporting tools.
• Experience with change control and incident-management tools (Jira, ServiceNow, or equivalent).

KEY RESPONSIBILITIES:

• Monitor, troubleshoot, and resolve application incidents promptly.
• Coordinate bug fixes, patches, and software updates with vendors and developers.
• Monitor, troubleshoot, and resolve application incidents promptly.
• Coordinate bug fixes, patches, and software updates with vendors and developers.
• Maintain accurate application configuration and support documentation.
• Implement approved changes following ITIL and COBIT DSS04 processes.
• Assist with deployment planning, regression testing, and post-release reviews.
• Ensure minimal service disruption during upgrades and releases.
• Track system health and performance metrics across business applications.
• Optimise resource usage to maintain uptime ≥ 99.1%.
• Proactively identify potential bottlenecks and recommend preventive actions.
• Provide second-line technical assistance to business users and super-users.
• Develop user guides and facilitate training on new features and workflows.
• Log and resolve service requests within agreed SLAs.
• Ensure all application changes align with PFMA, POPIA, and ICT policy standards.
• Support internal and external audits by providing evidence and reports.
• Maintain compliance with NLC ICT Security, Data Governance, and Records Management frameworks.
• Work with ICT teams to improve system integrations and process automation.
• Participate in root-cause analysis and lessons-learned reviews.
• Contribute to the development of standard operating procedures (SOPs)
• Application uptime and performance (≥ 99.1%).
• Incidents resolved within SLA targets.
• Reduction in repeat incidents and recurring problems.
• Compliance with ICT change and release processes.
• Positive user satisfaction ratings and feedback.
• Accurate and up-to-date documentation of systems and support procedures

REQUIRED COMPETENCIES AND SKILLS

• In-depth knowledge of application lifecycle management and ITIL service operations.
• Competence in query writing, data extraction, and debugging (SQL / PowerShell / Python).
• Understanding of APIs, integration concepts, and system interoperability.
• Familiarity with system backups, patch management, and application security standards.
• Strong analytical and diagnostic capabilities for problem resolution.
• Service-oriented, methodical, and dependable.
• Analytical and detail-focused with strong follow-through.
• Clear communicator with good interpersonal and teamwork skills.
• Calm under pressure and customer focused.
• Commitment to continuous improvement and learning.

CLOSING DATE: 24 FEBRUARY 2026